sip at finansbank: customer experience up, tco down! - genesys · sip at finansbank: customer...

SIP at Finansbank: Customer experience UP, TCO DOWN!

Bulent Kargin / Consulting Designer - IBTech / Finansbank Pawel Bublewicz / Solution architect – Genesys

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Finansbank & IBTECH overview

Finansbank

• Founded 1987, now 5th largest bank in Turkey

• 11,000 employees

• 522 branches

• Regarded as one of the most innovative and technology-savvy banks in Turkey

• CardFinans credit card voted “World’s Best” in Visa International competition

• World’s first debit card with installment feature

• ‘Best Contact Center Manager’ category in the 4th Call Center Contest (IMI Conferences, 2009)

IBTech

• Design & Development of Core Banking, Creditcards and Internet Banking Applications

• Design, setup, administration, maintenance of Infrastructure

• Our Vision: To extend the technologies that we developed to a wider base in Turkey, to become a well-known brand in the international market.

• Our Mission: With our highly qualified human resources, international experience, technological solutions and services that we offer; to carry our customers into the future, and make them more effective and competitive by using the advantages of high technology.

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Facts & Numbers About Finansbank Contact Center

• Multisite Implementation of Genesys Components serving 3 locations (IST,ANK,ERZ)

• app. 43M inbound calls/year 1

• IVR Completion Rate 61% 2

• app. 5M outbound calls/year

• app. 1,300 seats

• serving different Business Units

• Alternative Sales Channels, Marketing, Collection, IT Helpdesk etc.

• Inbound Voice, Predictive Outbound, Workforce Management, Genesys Voice Platform

© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

1 : 2011 (only for main Business focus 444 0 900 2 : 68% for 07.2012

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SIP transformation

• From multi-vendor, TDM based Architecture to SIP based solution with a single vendor decreases troubleshooting time

• Easy to adopt new Technologies like IM, video, social media because SIP is media independent

• easy and cost effective integration with Business Partners and Outsourcers via VoIP

• Decrease Resource Usage and Time to Production for new Projects by using shared Resources from other Projects (vxml is simple)

• Reduce Maintenance, Administration and Upgrade Costs.

• increase customer satisfaction with iCFD

• Efficient use of agent resources from a single virtual pool


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Current Infrastructure


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Solution deployed: transfers to Outsourcers with attached data

~550K (2M minutes) Inbound calls/year to Outsourcers with Attach Data.


SIP to Tlib Mapping

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Solution deployed Use any Hardphone or Softphone

• Usage of inhouse developed SIP Softphone instead of expensive Hardphones

• Keep existing investment on hardphones by changing the Hardphone firmware from proprietary protocol to SIP


Hardphone Softphone

Initial Cost 0 USD 2000 USD 3rd Party SIP Softphone SDK

Unit Cost 280 USD + VAT 0 USD

Integration with Management Layer No Yes

Integration with Stat Server No Yes

Extendible Features Limited Unlimited

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Solution deployed: Troubleshooting


• Easy to Troubleshoot

• SIP is a text based protocol and based on industry standards IETF RFC 3261

• SIP is based on Request/Response model and easy to understand, easy to troubleshoot

v.s

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Solution deployed: Integration with Softswitches

• SIP Server is easy to integrate with various SIP Softswitches like Asterisk for different purposes like Voicemail etc.

• What do we need to integrate Genesys SIP Server with Asterisk for Voicemail?

• HW Resources for Asterisk (1 CPU, 1 GB RAM, 20 GB HDD on VMWare)

• 1 Trunk Description on Genesys to Asterisk

• Turkish Voice Prompts for Asterisk Voicemail ~ 140 €

Total Cost : 140 €


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Solution deployed: GVP

• Act as fast as business requires it from you

• No necessity for the 3th party vendor resources for IVR code development

• The GVP IVR code is VXML not a proprietary language/tool

• Other resources from different project can easily be used at the IVR Projects

• less Time to Production

• more Efficiency for Project Resources

• Integration of GVP with Outbound Solution

• SIP Server is at the core of this Integration

• and again GVP is also SIP based, pure IP Solution

• No Hardware required like Dialogic Cards (another Point of Failure)

• Easy to troubleshoot


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Solution deployed - High Availability & Reliability

• Supported F5 Networks Big IP Local Traffic Manager

• provides single IP Address for SIP Endpoints, Media GW, SBC

• Uninterrupted functionality during switchover between HA SIP Server Pair (Primary/Backup)

• Memory Replication between primary/backup SIP Server obtains switchover without affecting customer interactions

• No system cut-off’s esp. during planned maintenance operations

• Active Out-of-Service Detection for Trunks & VoIP Services enables:

• Routing of outbound calls via other trunks based on prefix, priority and geo-location configurations. No manual intervention is required

• Uninterrupted VoIP Services without a direct affect on customer experience even for mid-call failures.


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Project rollout

Existing Genesys Framework with T-Server(s) connected to TDM PBX’s

• smooth transition • move agents & operation from TDM PBX to SIP Server

• 11/2010 IT Helpdesk

• 12/2010 Customer Compliance Line 444 2 900

• 01/2011 Telesales Outbound Operations

• 02/2011 Collection Outbound Operations

• 17/04/2011 444 0 900

• limited affect on end-user experience

Changing the IVR from Proprietary «Black box» to GVP was the most challenging part of the transition project

Hybrid, Multivendor Infra. Pure IP, single vendor, SIP

• high level of Integration capabilities • based on Industry Standards (SIP, VoiceXML) • easy to manage, easy to expand with new features • maps Business Requirements to feasible, cost affective Solutions


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TCO - Cost Effectiveness


IVR Port License Upgrades require

• less Software License Items

• less Hardware (less Point of Failure)

and more cost effective !!!

Required Licenses

Intervoice IVR Port License

Genesys Voice Platform Licenses

Avaya CMS License (for Reporting)

Avaya Communication Manager User Software License

Avaya Communication Manager ACD License

Genesys IVR Connector License

Required Hardware Dialogic Cards D300 JCT E1 (PCI) Card Na

Avaya DS1 Card (E1 Card to connect PRI between Intervoice and Avaya)

Other Requirements Physical Cabling for PRI Lines between Intervoice IVR and Avaya Communication Manager Na

Avaya PBX & Intervoice IVR & Genesys CTI 1 pure Genesys SIP 2

30 Port 162K USD + VAT 62K USD + VAT



1 : based on List Prices in 2009 2 : based on EMEA Standard & Express v8 Pricelist effective September 30,2011

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Key benefits for Finansbank

Business Benefits

• Single virtual agent pool in 3 different locations

• Increase customer satisfaction

• Increase flexibility and reduce time-to-production for new products & services

Technical Benefits

• Easy Administration & Operation

• Single vendor

• Suport for new media types (IM, video, social media)

• Integration with Outsourcers & Business Partners

• Open standards no more Proprietary Blackbox’s

Financial Benefits

• Reduce maintenance, administration and upgrade costs

• Keep existing investment for Genesys Licenses, Hardphones

• Less FTE and labour cost for the same business operation


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Genesys Solution focus


SIP Server 8.1 New in SIP Server 8.1

Business

Continuity How to reach true 5*9s availability

Media

Server New consolidated Media services

8.1

MS

BC

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SIP Server 8.1 update

Reliability and performance

• SIP Business Continuity

• Enhanced Performance and Capacity

• Media Server MSML Reliability Enhancements

Features

• Active Call Recording

• Dial Plan Enhancements

• IMS - Double Dip Flows

• Advice of Charge


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High availability


High Availability option Description

Microsoft NLB •Widely Deployed •Thoroughly Documented •Supports Multiple NICs

IP Takeover

•All OS’es Supported •100% Genesys •HA Option of choice for Reliability Ratings & Tests

F5 Big IP LTM™ •Reliability & Reputation •Flexibility – HA + Load Balancing possible •Supports Multiple NICs

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Genesys business continuity


SIP

ISCC

11 SIP Server

(Peer 2) 11 SIP Server

(Peer 1)

Desktops log in to preferred peer

Phones register with both peers

HA Pair HA Pair

SIP Server Peers

•Two Active Sites

• Site-wise Redundancy AND Local HA at each site

• Full Architecture Encompasses All Components for Genesys SIP Solution

•Effective for Site Failure and Maintenance

• In the event of site failure, clients automatically failover in “near real-time”

• Supports graceful migration to single site during maintenance

•Single configuration of common data

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Enhanced Performance and Capacity


Call Flow SIP Server Performance

Multi-threaded Configuration

Simple ~ 150 cps

Moderate 70 - 100 cps

Complex 20 – 60 cps

SIP Server Capacity

Windows 2008 64-bit

Red Hat 5 64-bit Others

Registered Agents (with “aggregated” T-Lib Connection)

15,000 15,000 10,000

Registered Agents (each with “direct” T-Lib Connection)

15,000 4,000 4,000

Simultaneous Calls 15,000 15,000 4,500

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Media Server


Feature Business Benefit

Standards based support • Supports

•MSML •RFC 4240 / NETANN

Utilizes standard based SIP extension for media control. Provides ability to be used with other applications, as well as ability for SIP Server to use other compliant media server.

Treatment Support • Music • Announcements • Collection of digits • Video push

May be used as a treatment source while calls await an available agent. Ability to collect DTMF information for call steering or basic data collection. Supports multiple media types

Music On Hold Used to provide music on hold functionality to SIP Server.

Multipoint Conference Unit (MCU) Provides ability to conference multiple parties both with audio and video

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Media Server


Feature Business Benefit

Recording Provides ability to serve as call recording device, creating files with recorded audio or streaming RTP to external recording device

CPD capability Provides CPD funtionality for outbound calls. Solution is software only and doesn’t require any special hardware

Voicemail Combine with addtional Genesys product can provide voicemail solution for both enterprise and contact center environment

Load Balancing / HA Support Allows for N+1 high availability and load balancing, providing continuous operation in the event of a failure of one or more instances.

Integration with Genesys Administrator Extensions

Gives user web interface for managing audio resources

GVP ready Once installed Media Server can be easily upgraded to full GVP solution by installing helper components

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Media server - architecture


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Roadmap – 2013+

PBX features

• Call Forwarding & DND, Call Park/Retrieve, Call Pickup (Directed & Group)

• Hunt Groups (Parallel)

• Personal Web Portal w/Call Preferences & Voicemail

• Step2: Advanced Call Forwarding, Account Codes, Extension Mobility…

HA enchancement

• Detect & Manage difficult scenarios like network failures

• Support HA split across multiple data centers, utilizing a new SIP Proxy

Cluster

• Scalability of a single SIP switch to 60,000 agents

• Deployed across multiple data centers, with intelligent location-based routing

Avaya Rich SIP Integration (pending Avaya support)

Multi-tenant support


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Questions?


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Where to find more about SIP


Follow G-Force and Genesys on Twitter at #GforceEMEA… and @Genesyslab for the latest news and updates!

Join the Genesys G-Force Network on LinkedIn to connect with colleagues, employees and Genesys professionals.

Customer feedback surveys will be sent to you online later…

sip at finansbank: customer experience up, tco down! - genesys · sip at finansbank: customer...

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